Troubleshooting
Common problems and their solutions — messages on uploads, imports, reports and exports, unmapped accounts, missing periods, currencies, access and sign-in — and how to reach support.
On this page
Most messages in CFO Panorama say exactly what is wrong and what to export again. This page collects the common ones. On the Imports pages each issue is shown with its own what to do line; the codes in CAPITALS below are shown there too and help support find the cause quickly.
Uploads and imports
Each issue has a severity: hard issues reject the file (nothing is imported); state issues hold the batch until an admin clicks Confirm or Discard (an identical file is simply not imported again); the others are only shown and the file is imported.
| Code | Message (shortened) | What to do |
|---|---|---|
FILE_NOT_RECOGNISED | This file is not a … export the platform reads. Expected: …. | Check the company's accounting system, then export again: POHODA as XML (Standardní export XML POHODA), Money S3 as Excel (xlsx) from Účetní deník. |
ICO_MISMATCH | The file is for IČ …, but this company is IČ … | The file belongs to another company. Upload it to the company with that IČO, or export from the right accounting unit. |
MULTIPLE_FISCAL_YEARS | The file mixes fiscal years … | Export each fiscal year as its own file (in POHODA open that year's accounting unit). |
MULTIPLE_JOURNAL_ITEMS | The file contains … journal exports. | Export one fiscal year per file and upload the files together. |
NO_JOURNAL_ITEMS | The file contains no accounting journal (účetní deník). | Export Účetnictví → Účetní deník. Lists go through Datová komunikace with the request file. |
HEADER_MISSING_COLUMNS | The journal export is missing columns: … | In Money S3 right-click a column heading in Účetní deník, choose Všechny, then export to Excel again. |
DATE_UNPARSABLE | Date '…' in row … could not be read. | Set the Windows short date format to dd.MM.yyyy (or dd/MM/yyyy) on the computer that exports, then export again. |
FISCAL_YEAR_UNDETERMINED | The file contains no dated lines … | Clear the filter in Účetní deník so that the whole year is shown, then export again. |
XML_MALFORMED | The XML file is damaged at line … | Export again and upload without opening or editing the file. |
XLSX_UNREADABLE | The Excel file could not be read … | Export again from Money S3 as xlsx and upload without editing it. |
XLSX_TOO_LARGE | The Excel file is too large to read … | Export one fiscal year per file, without empty formatted rows or columns. |
ENCODING_INVALID_BYTES | The file contains bytes that are not valid … | The file was changed after the export. Export it again straight from the accounting system. |
LISTS_NONE_FOUND | The file contains none of the lists the platform reads … | In POHODA use the request file from the guide; in Money S3 export Účtový rozvrh, Střediska, Činnosti and Zakázky one by one. |
LIST_KIND_REQUIRED | This file could be střediska, činnosti or zakázky. | Upload again and choose which list it is in the list field above the drop zone. |
DUPLICATE_FILE | This file is identical to batch … Nothing changed. | Nothing to do. |
LINE_COUNT_DROP | This export has … lines; the previous one had … | Check that no filter was set and the whole year was exported; an admin then Confirms or Discards the batch. |
SUPERSEDE_ABOVE_THRESHOLD | This export would remove … of … lines … | If the books really were corrected, an admin confirms; otherwise check year and company and discard. |
LABELS_DEGRADED | … names lost ě č ř ů ň ť ď. | Nothing to do: amounts are right; names stay until a later clean export. |
PPA_DETECTED | … lines were added to periods already reported … | Nothing to do unless it is unexpected. |
LOCKED_PERIOD_TOUCHED | Lines in locked periods changed … | The locked figures stay as they were; review the change with the restatement bridge. |
COMPANY_IDENTITY_UNVERIFIABLE | Money exports do not name the company … | Check that you uploaded to the right company. |
LIST_ITEM_MISSING_BUT_USED | … items are missing from the list but still used … | They were kept. Export the full list again if this is unexpected. |
Budget uploads have their own messages; see Budgets.
Uploads refused before the file is read
| Message (shortened) | What to do |
|---|---|
| Uploads open after an administrator of your group accepts the Beta terms and the data processing agreement. | An admin finishes the onboarding. |
| A new version of the terms applies … | An admin accepts it under Settings → Legal documents. |
| This company is not yet covered by your agreement … | An admin confirms the company under Settings → Legal documents. |
| A written agreement with the Processor is required before uploads … | Contact us as the banner says. |
See Legal documents and company details.
Notices in the reports
Notices are listed under Notes below a statement; errors stay above it.
| Notice | What it means | What to do |
|---|---|---|
| No lock covers [month]: figures are live and may change. | The month is not locked. | Fine while the month is open; lock it when it is closed — see Period locks. |
| Period locked as of batch …; current data differ | New data reached a locked month. | Open the bridge, then relock if the change is expected. |
| No data for fiscal year … yet — the next import adds it. | A company has no import for that year. | Upload the year, or choose another year. |
| Not in the group before … | The company joined the group later. | Nothing to do. |
| Unmapped local accounts carry …; the unmapped line is shown. | Some accounts are not mapped. | Map them on Mapping. |
| … intercompany pairs out of balance — see Consolidation → Intercompany balances. | The two sides of a pair differ by more than the tolerance. | Check the pairs; see Settings and group profile. |
| … proposed eliminations not yet posted … | Eliminations wait for a decision. | Post or dismiss them on Eliminations → Proposed. |
| No approved budget for FY…: … | A company has no approved budget. | Approve one on Budgets. |
| No ČNB fixing for … at … | The ČNB rate for that date is not loaded. | Rates are loaded every working day; if the notice stays, contact support. |
Unmapped accounts
An account of the company's chart that is not mapped to the group chart still carries its amount — it is never dropped.
| Where you see it | What to do |
|---|---|
| Unmapped local accounts carry …; the unmapped line is shown. under Notes, and an unmapped line in the statement | Open Mapping, choose the company and its Unmapped (n) tab, and map the accounts; run the report again. See Account mapping and coverage. |
| Unmapped local accounts carry …; on the cash flow the amount is on the reconciliation line. | The same accounts, seen on the cash flow. Map them as above. |
| Low-confidence default mappings carry amounts in this column (…). | The platform guessed these mappings. Check and confirm them on Mapping. |
| An Unmapped sheet in the This statement only Excel file | It lists the unmapped accounts and their amounts. |
Figures that look wrong
Start with the figure itself: click it to open the drill-down down to the journal lines behind it. These notices point to the usual causes:
| Notice | What it means | What to do |
|---|---|---|
| The balance sheet does not balance in functional currency (…). | Some amounts sit outside the balance-sheet lines, most often on unmapped accounts. | Map the unmapped accounts first; check that each company's whole year is imported. If it stays, contact support. |
| The opening balances of fiscal year … do not balance (…). | The opening position in the imported books does not add up. | Check the opening balances in the accounting system and export the year again. |
| Class 7–9 accounts carry … (non-statement diagnostic line). | Accounts of classes 7–9 hold a balance; they are not part of the statements. | Check those postings in the accounting system. |
| Continuity break in fiscal year … (… account(s)). | A year's opening balances differ from the closing balances of the year before. | Usually the earlier year was changed after the later one was imported: export and upload the earlier year again. |
| … intercompany pairs out of balance … | The two sides of an intercompany pair differ. | Open Intercompany balances and check the pairs; see Intercompany balances. |
Missing months or years
| Notice or message | What it means | What to do |
|---|---|---|
| No data for fiscal year … yet — the next import adds it. / No data for …: … | A company has no import for that year. | Upload the year, or choose another year. |
| Fiscal year … has no applied batch; the balance sheet cannot roll across it. | A year between two imported years is missing, so the balances cannot be carried forward. | Import the missing year. |
| There is no data for …; no board pack was generated. | The chosen month has no imported data. | Choose another month; the board pack lists only months with data. |
The file contains no dated lines; the fiscal year cannot be determined. (FISCAL_YEAR_UNDETERMINED) | The export was filtered or empty. | Clear the filter in Účetní deník and export the whole year again. |
Currencies and exchange rates
The reports translate at ČNB rates; FX rates used in the report panel shows which ones. See Exchange rates.
| Notice or message | What to do |
|---|---|
| No ČNB fixing for … at … | The ČNB rate for that date is not loaded yet. Rates are loaded every working day; if the notice stays, contact support. |
| The total column mixes functional currencies (…); pick a presentation currency. | Companies keep books in different currencies. Choose a Currency in the report panel. |
| Account … is eliminated to zero before translation but leaves … after it … | The elimination journal is translated at another rate than the balance it removes. Reverse it and post it again with the right Rate anchor — see Eliminations. |
| There is no ČNB rate for … for …; no board pack was generated. | Choose an earlier month, or try again once the rates are in. |
| A budget in CZK or EUR cannot be shown in …. | Show the budget comparison in CZK or EUR. A budget is translated at its own budget rate, never at ČNB rates — see Budgets. |
Exports and the board pack
| Message | What to do |
|---|---|
| The export has … cells, more than the … allowed; narrow the column set. | Choose fewer periods or companies, or a column set without every company. |
| Nothing to export yet. | The report has no figures for the selection. |
| … is not locked for … of … companies, so the pack would not show reported figures. Lock the period, or download it as a draft. | Tick Download as draft, or lock the month first. |
| The PDF could not be produced on this server; the PowerPoint was downloaded instead. | Open the PowerPoint and save it as PDF. |
| You have generated 10 board packs in the last hour; please try again later. | Wait a while; the limit is per person and hour. |
| The board pack covers at most … companies; this group has …. | Generate the pack for a company or a saved scope. |
Preparing the workbook or the board pack can take up to a minute; the button shows Preparing… meanwhile. See Excel and PDF exports and The board pack.
Sample data is read-only
Demo groups can be explored freely, but nothing can be changed. Trying to save shows the page Sample data is read-only. Click Back to the application. To work with your own data, sign up for your own group.
Access problems
| What you see | What to do |
|---|---|
| Not allowed — You need the … role in … to do this. | Your role does not include this action. Ask an admin of your group to change your role under Settings → Members. Viewers see the reports only. |
| Not found — This item belongs to another client group, or it does not exist. | Switch to its group with the group switcher in the top bar, or go back to the reports. |
| No access — You are not a member of any client group. Ask an administrator to add you. | If you were invited, click Answer your invitations and accept. Otherwise ask an admin of the group to invite you. |
| The contract has ended | The group's data can be read and exported until the date shown; nothing can be changed or uploaded. |
Sign-in and two-factor problems
- "The email address and/or password you specified are not correct." Check the address and the password, or use Forgot your password?.
- The code is refused (Incorrect code.). The authenticator code changes every 30 seconds; enter the current one. If codes keep failing, check that your phone's time is set automatically.
- New phone or lost phone. Enter one of your recovery codes in the code field instead of the authenticator code. Then open Security in your user menu, set up the authenticator app again and generate new recovery codes. Each recovery code works once.
- No recovery codes left. Contact support.
- "Confirm Access". For sensitive actions (inviting, removing members, accepting terms, deletion) you are asked for a fresh code even while signed in.
- Forgot your password. Use Forgot your password? on the sign-in page.
- "This link has expired or has already been used". An invitation or password link works once and for 72 hours. Click Request a new link, or ask the person who invited you.
Contact support
Click ? at the right end of the top bar and choose Contact support: it opens an e-mail to CFO Panorama support. Say which group and company, the page, the import number (J#, M# or S#) and the message or code you see.
Did not find what you need? Write to erik@cfopanorama.com.